Experienced Customer Service Representative – Provider Support and Advocacy – Remote Opportunity
At arenaflex, we are dedicated to simplifying the healthcare experience and creating healthier communities. Our mission is to provide innovative solutions that empower healthcare professionals to deliver exceptional care to their patients. As a key member of our team, the Provider Customer Service Call and Chat Representative plays a vital role in supporting providers who care for our members. This position involves responding to inquiries related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits (EOB), and behavioral health, either through phone calls or concurrent chat.
About the Role
As a Provider Customer Service Call and Chat Representative, you will serve as an advocate for providers, demonstrating accountability and ownership in resolving issues. You will engage with providers in a multi-channel environment, including calls and chats, and will be responsible for triaging contacts from healthcare professionals, understanding their needs, and providing timely resolutions to their inquiries. In this role, you will research and dissect complex prior authorization and claim issues, collaborating with multiple internal partners to ensure effective communication and resolution.
Responsibilities
- Serve as the Advocate for Providers: Demonstrate accountability and ownership to resolve issues, ensuring that providers receive timely and effective support. - Multi-Channel Service: Service providers in a multi-channel environment, including call and concurrent chat as required, to provide seamless support and resolution. - Triage and Resolution: Quickly and appropriately triage contacts from healthcare professionals, seeking to understand and identify their needs, and resolving issues related to benefits and eligibility, billing and payments, clinical authorizations, explanation of benefits, and behavioral health. - Complex Issue Resolution: Research and dissect complex prior authorization and claim issues, taking appropriate steps to resolve identified issues and avoid repeat calls/messages, escalations, and provider dissatisfaction. - Collaboration and Communication: Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner. - Multitasking and System Navigation: Strong multitasking skills to effectively and efficiently navigate more than 30 systems to extract necessary information to resolve and avoid issues across multiple lines of business (C&S, M&R, E&I) provider types, and call types. - Self-Service Digital Tools: Influence providers to utilize self-service digital tools, assisting with navigation questions and selling the benefits of the tool, including aiding in faster resolution.
Requirements
- Education and Experience: High School Diploma / GED OR equivalent work experience, with 1+ years of customer service experience analyzing and solving customer's concerns. - Technical Skills: Experience with computer and Windows PC applications, including the ability to navigate and learn new and complex computer system applications. - Typing Speed and Accuracy: Ability to type at the speed of greater than or equal to 35 - 40+ WPM with an accuracy of 90%. - Age and Availability: Must be 18 years of age or older, with the ability to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Nice-to-Haves
- Healthcare Experience and Knowledge: Prior healthcare experience and knowledge of healthcare terminology. - Related Environment Experience: Experience in a related environment (i.e., office, call center, customer service, etc.), using phones and computers as the primary job tools.
Benefits and Opportunities
- Comprehensive Benefits Package: Enjoy a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) contribution. - Incentive and Recognition Programs: Participate in incentive and recognition programs that reward your hard work and dedication. - Equity Stock Purchase: Take advantage of equity stock purchase opportunities to grow your wealth. - Professional Development: Enjoy opportunities for professional development, including training and education programs to enhance your skills and knowledge. - Remote Work: Work from the comfort of your own home, with the flexibility to work any full-time (40 hours/week), 8-hour shift between the hours of 10:35 AM - 7:05 PM CST from Monday - Friday.
Work Environment and Culture
At arenaflex, we value a culture of innovation, collaboration, and customer-centricity. Our team is dedicated to delivering exceptional service and support to our healthcare professionals, and we are committed to creating a work environment that is inclusive, diverse, and supportive. As a Provider Customer Service Call and Chat Representative, you will be part of a dynamic team that is passionate about making a difference in the lives of our members.
How to Apply
If you are a motivated and customer-focused individual who is passionate about delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! Apply for this job